TONI MARSHALL
New Jersey
Summary
Operations and coordination professional with 9+ years of experience in high-volume, fast-paced environments supporting case management, workflow execution, and real-time problem resolution. Skilled in managing competing priorities, coordinating across multiple stakeholders, and ensuring accuracy in documentation and process adherence. Experienced in CRM systems and structured reporting with a strong ability to adapt quickly in dynamic environments. Seeking to transition into operations, project coordination, production support, or administrative roles requiring strong organization, communication, and execution skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations & Customer Experience Specialist
Freedom Mortgage
New Jersey
08.2024 - Current
- Managed high-volume escalations and customer communications, ensuring compliance and timely resolution across multiple workflows
- Analyzed customer needs and resolved complex issues by identifying root causes and implementing effective solutions under tight deadlines
- Collaborated with cross-functional teams to resolve documentation issues, enhancing workflow efficiency and service consistency
- Utilized technical systems and troubleshooting skills to effectively resolve operational and system-related issues
- Conducted research and data analysis to support decision-making, issue resolution, and process improvements
- Onboarded and trained new team members by providing system guidance and workflow instruction.
Production Assistant
Entertainment partners
New York City
01.2025 - 08.2025
- Managed talent and crew communications, resolving scheduling conflicts and maintaining production flow.
- Coordinated equipment logistics and transport, ensuring timely call-times and minimizing setup delays.
- Piloted streamlined load-in procedures to accelerate setup workflow, improving venue readiness and reducing last-minute technical bottlenecks.
- Supported daily on-set operations for multiple shoots, improving crew efficiency and schedule adherence.
- Maintained detailed equipment checklists and tagging system to speed locating gear during changeovers, preserving show continuity under pressure.
- Monitored event workflow and recommended process adjustments, enhancing turnaround consistency.
- Managed onsite problem resolution during live cues, diagnosing issues and coordinating fixes to minimize audience interruptions.
- Assisted in coordinating production schedules and logistics for film projects.
- Distributed scripts and production materials to crew members during pre-production meetings.
- Arranged travel and accommodations for cast and crew members for film shoots.
NYPD School Safety officer/ field intelligence
NYPD
New York, NY
12.2022 - 03.2024
- FIO detective school safety unit multi-layered approach combining physical security, emergency planning, and mental health support to protect students and staff. Key components include secure access control, video surveillance, staff training on crisis response, lockdowns, holds, and fostering a positive, inclusive environment.
- Identified crime scenes and surrounding evidence for accurate reporting during incidents.
- Implemented multi-layered approach in FIO detective school safety unit, integrating physical security, emergency planning, and mental health support to enhance safety for students and staff.
- Visually being vigilant with observing the surrounding premises by patrolling and operating scanning equipment, verifying identity and escorting visitors, and by challenging unauthorized personnel. Working alongside with patrol, aviation, and bomb squad units.
- Coordinated with local law enforcement during emergency drills and procedures.
- Provided training sessions for staff on crisis management and safety awareness.
- Assisted in implementing strategies to enhance overall school security measures.
- Collected, verified, and documented incident-related information for thorough internal review and effective follow-up actions.
- Maintained detailed case notes and incident reports used for administrative and disciplinary decision-making
- Supported fact-finding processes related to behavioral and safety investigations within school environments
- Identified patterns of repeated incidents and escalated concerns to appropriate supervisory channels
Customer Resolution & Administrative Coordinator
Henry Schein
Melville, New York
07.2021 - 07.2022
- Coordinated schedules for cross-department meetings, events, and training sessions to enhance collaboration.
- Managed correspondence and communication between staff and external stakeholders.
- Coordinated schedules for meetings, events, and training sessions across departments.
- Developed filing system that improved document retention and retrieval efficiency.
- Negotiated with vendors and service providers to secure cost-effective contracts and services for the office.
- Handled sensitive information with discretion, maintaining confidentiality and compliance with relevant laws and policies.
- Acted as first point of contact for incoming calls and visitors, ensuring exceptional customer service and effective inquiry direction.
- Developed and maintained filing systems to ensure efficient document retrieval.
Claims Specialist & Data Management Coordinator
Diverse Coverage Brokerage
Jamaica, NY
01.2017 - 01.2019
- Facilitated onboarding and training of new team members through system guidance, workflow instruction, and quality assurance to enhance operational consistency
- Contributed to audit and quality assurance processes by verifying accuracy in documentation and ensuring compliance with procedures
- Investigated high-value and complex claims to identify risk indicators, inconsistencies, and potential fraud concerns
- Assisted with audit and quality assurance processes by ensuring accuracy in documentation and compliance with procedures
- Supported onboarding and training of new team members through system guidance, workflow instruction, and quality assurance to improve operational consistency
- Conducted Excel-based data verification to support refinancing decisions and ensure financial accuracy
- Communicated with borrowers, loan officers, and internal teams to support mortgage assistance programs and ensure proper case routing
- Performed outbound outreach to assist borrowers with mortgage solutions and loan modification options, improving access to necessary resources
- Resolved customer inquiries by providing accurate information, troubleshooting issues, and ensuring issue resolution
Education
BUSINESS -
Onondaga Community College
Syracuse, NYSkills
- Case management& documentation
- Risk identification& escalation
- Microsoft, Excel, x-stream,sales force (data, tracking and reporting)
- Interdepartmental Coordination
- Task Prioritization in Fast-Paced Environments
- Confidential Information Handling
Certification
NYPD
Timeline
Production Assistant
Entertainment partners
01.2025 - 08.2025
Operations & Customer Experience Specialist
Freedom Mortgage
08.2024 - Current
NYPD School Safety officer/ field intelligence
NYPD
12.2022 - 03.2024
Customer Resolution & Administrative Coordinator
Henry Schein
07.2021 - 07.2022
Claims Specialist & Data Management Coordinator
Diverse Coverage Brokerage
01.2017 - 01.2019
BUSINESS -
Onondaga Community College